Frequently Asked Questions (FAQ):
BREXIT - Attention European Customers
Since the 1st of January 2021 businesses, who trade between the EU and UK, now require the shipper and receiver to have an EORI number for their respective country.
What is an EORI number?
The EORI number (Economic Operator’s Registration and Identification number) is a unique identification assigned to each importer and exporter to monitor the movement of goods between EU and non-EU countries. Companies that are trading between the UK and the EU will need to register for an EORI number in both customs territories to continue trading in the event that the UK exits the EU with no deal
My business is based in Europe, what if I don't have an EORI number?
If you are a business in Europe who imports from Rock Off you will require your own EORI number. If you do not have an EORI number we strongly advise you register for one now. From the 1st of January 2021 If you don't have an EORI number your goods from the UK will not be cleared by customs, but will be held until you supply the complete paperwork, which could mean significant delays and additional charges.
My business has an EORI number
If you are a European customer and you have an EORI number, then please forward the number to sales@rockofftrade.com cc: nick.rees@rockofftrade.com We would also advise adding your EORI number in the Special Instructions section when you order online.
For your information: Rock Off's EORI number is GB123570732000
BREXIT - Attention European Customers
Since the 1st of January 2021 businesses, who trade between the EU and UK, now require the shipper and receiver to have an EORI number for their respective country.
What is an EORI number?
The EORI number (Economic Operator’s Registration and Identification number) is a unique identification assigned to each importer and exporter to monitor the movement of goods between EU and non-EU countries. Companies that are trading between the UK and the EU will need to register for an EORI number.
My business is based in Europe, what if I don't have an EORI number?
If you are a business in Europe who imports from Rock Off you will require your own EORI number. If you do not have an EORI number we strongly advise you register for one now. From the 1st of January 2021 If you don't have an EORI number your goods from the UK will not be cleared by customs, but will be held until you supply the complete paperwork, which could mean significant delays and additional charges.
My business has an EORI number
If you are a European customer and you have an EORI number, then please forward the number to sales@rockofftrade.com cc: nick.rees@rockofftrade.com We would also advise adding your EORI number in the Special Instructions section when you order online.
For your information: Rock Off's EORI number is GB123570732000
No. However, we can supply an xls file which lists all our active products as an archive.
Click here to apply for ftp access to our xls product archive ...
If you want the file in another format (e.g. CSV) then xls is easy to convert......
To do this:
- In your Excel workbook, switch to the File tab, and then click Save As. ...
- In the Save as type box, choose to save your Excel file as CSV (Comma delimited). ...
- Choose the destination folder where you want to save your Excel file in the CSV format, and then click Save.
If you don't have Excel, use an online convert application, for example:
Are prices shown on your website including VAT or not including VAT?
All prices on our website do not include VAT.
Is there an option to pay for goods via invoice with payment due ?
We ask all new customers to work on a pro-forma basis so we can build up a relationship. You can pay via a bank transfer once your invoice is ready. When the payment is completed, we will ship.
Is there a minimum quantity or minimum value of orders you dispatch?
Our minimum order value is £300 (ex vat).
How often are orders dispatched?
We dispatch orders every working day & in most cases within 24 hours of receiving the order. We work Monday - Friday excluding UK public holidays.
Is it possible to gain access to your FTP so I can build my own webstore?
If you want access to a spreadsheet listing all our active stock, which is updated daily, please click here. Please allow 24 hours for your request to be actioned (excluding weekends & public holidays)
Do you dropship?
No we don’t dropship, we only sell directly to retailers.
Is your online store safe to order from?
Yes! Your safety is incredibly important to us. Our store is hosted on a secure server.
Your information is never shared.
For all of our policies, terms & conditions, please read our terms & conditions.
Can I add to my order once it has been placed?
If an order is placed & you would like to add products, we are happy to do this up to a point. If the order is past a point that we have picked, packed and issued relevant paperwork, we will ask for an additions fee. The additions fee will be based upon the amount of units & the status of the order. This can be discussed and organised by your sales contact or via sales@rockofftrade.com and this is honestly dependent on what you would like to add.
I ordered a week ago, where is my order?
If it has been more than a week since you placed your order, please email us at sales@rockofftrade.com with your name and order number and we'll figure it out.
What size range do you cover
Most of our apparel is available in small to 2XL, we do however offer certain ranges in extra small and 3XL and a limited amount in a 4XL size. When you login to our website you will see the size range availability for each product.
What about the sizes of shirts, is there a size guide you can supply me?
You can find a handy size guide to many of our garments at the following link .... CLICK HERE FOR SIZE GUIDES.
What are Rock Off T Shirts made from?
The description provided for each product online should state the material that it’s made of. If this is not listed please contact us stating the product code and we will respond with more information.
Do you sell to the general public?
No. All of our business is wholesale. We offer a huge variety of apparel and accessories to our wholesalers and retailers worldwide.
I haven’t received my tracking number for my delivery?
Once payment is completed or terms are met on your account, we arrange shipping with UPS. You will also receive a tracking number by email from UPS to the email address you provided for contact. If you don’t receive your tracking number directly from UPS you need to contact us.
What methods of payment can I use?
Payments can be made with credit card, debit card and paypal. We can also take bank transfer payments in which case you would need to contact us for our bank details.
When I submit my order will I have to pay straight away?
No, first of all we will pick your order from our warehouse and create a delivery note, then we create an invoice, at this point we take payment using the details you have provided.
How much will it cost to ship to me and how long will it take?
Delivery charges outside the mainland UK will vary on weight and delivery location and will be advised prior to despatch.
If you are a new customer looking to get an idea of how much it will cost to ship then please email sales@rockofftrade.com with your address and postcode and use the subject line “request for estimated shipping cost” and we will respond with more information.